城市社区服务业居民满意度测评研究——以湖南省怀化市滨江社区为例

A Study on Evaluation of Resident Satisfaction of Urban Community Service Industry——Take Binjiang Community,Huaihua City of Hunan Province as an Example

随着居民收入水平的提高,消费需求和结构逐步升级,城市居民对生活质量要求越来越高,花钱购买服务的消费观念逐步成为趋势。社区服务供给在数量、质量或结构上较为趋同,存在一定的供需错位,需要准确把握居民对社区服务的内在需求,因此对社区居民满意度的深入研究非常必要。该文以湖南省怀化市滨江社区为研究对象,建立包括3个一级指标和20个二级指标的指标体系,并运用SPSS19.0进行统计分析。结果表明调研社区服务业居民满意度处于中等水平,一级指标中居民对社区管理工作满意度最高,对社区基本状况满意度一般,社区服务项目满意度最低;二级指标中对从业人员素质满意度最高,其次对交通便利程度、社区环境、服务人员素质满意度较高,满意度最低的为商品价格,其次为商品质量、托幼服务、医疗卫生服务,最后提出了提高社区服务业满意度的对策建议。

With the improvement of the income levels, consumption demand and structure gradually promoted, the quality of life demand is getting higher and the concept of paying for services has gradually become a trend. The quantity, quality and structure of community service are relatively similar,a certain mismatch between supply and demand, needing to accurately grasp the real needs of the residents of the community service,so the in-depth study of community residents＇ satisfaction is very necessa- ry. This paper takes Binjiang community, Huaihua city of Hunan province as a research object, the evaluation index system in cludes 3First- order indexes and 20 two-level indexes, used SPSS19.0 to analysis. The results shows that the research community service industry resident satisfaction is at the middle level, the community management work satisfaction belongs to the firstorder index is relatively high,the satisfaction of basic situation of community is in the average level,the last one is community service project. As to the 20 two-level indexes ： Employees quality satisfaction is the highest, followed by the traffic convenience, the community environment, quality of service staff satisfaction is higher, the lowest satisfaction is commodity prices, followed by the quality of the goods and childcare services,medical and health services has lower satisfaction. Finally, some suggestions are put forward to promote the satisfaction of community service industry.